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Service Delivery Manager

4 weeks ago

Schaumburg, United States Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

**Department Overview**: It’s not just about having the right technology, it’s about achieving peak

performance. Motorola Solutions has served as a trusted partner to government

agencies and enterprises worldwide for more than 85 years. Our years of

leadership, innovation and experience managing and supporting hundreds of

networks in more than 100 countries help answer the challenges of mission

critical operations - ensure continuity, enhance productivity and reduce risk
- helping achieve peak performance. When every second counts and

performance reliability is a must - we are ready and able to serve today,

tomorrow and into the future.
**This person will be responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities. In addition, this person will be responsible for looking for and growing MSI’s role in providing additional services for this customer. The System Manager/Technical Consultant’s responsibilities include but are not limited to**:

- Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer
- Manage and lead our relationship with the local service partner
- Manage and lead our relationship with the customer
- Ensure that customer satisfaction goals are meet both internally and with the customer
- Procure and coordinate any internally resources that maybe needed
- Insures compliance with response/restoration time commitment
- Remotely diagnose system failure and facilitate call management as applicable
- Manage Emergency Service efforts and escalation procedures

**Reporting**:

- Maintain accurate records and service history statistics
- Review service information and quality reports generated by system service database
- Monitor and report system availability metrics to the customer on a monthly basis
- Communicate user issues as they occur
- Coordinate on-going continuous improvement efforts for system
- Coordinate efforts to develop new metrics for measurements
- Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO
- Prepare briefings for Customers, Service Partner or Motorola Management as required

**Coordination**:

- Work with Customer and Motorola Sales AE to formulate future communications requirements
- Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility
- Work with Motorola AE to identify new sales opportunities

**Basic Requirements**:

- Associates degree OR 4+ years experience in one of the following: Electronics Technician, System Technologist, System Manager, or Field Service Experience with one or more of the following: LMR, RF systems, Radio Communications, Radio Frequency, Wired/Wireless Communication Systems, IT Systems or Networking equipment.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
- Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract.

***Travel Requirements**: 25-50%
***Relocation Provided**: None
***Position Type**: Experienced
***Referral Payment Plan**: No

**Our **U.S. Benefits include**:

- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more

**_
EEO Statement_**

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t

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